APR Technical Lead

NOTE: This is a remote role, but you must live within a 2-hour driving distance of Alexandria, VA.

Position Summary: The primary responsibility of the APR Team's Technical Lead is to be a technical resource to each area of support within the team and responding to government inquiries.

This includes Executive Support, TWAH Support, Enterprise-Wide Support, VPN Support, LAR Support, Storage Backup, Mobile Device Support and Knowledge Management.

Position Responsibilities:


* Responsible for producing reports that measure the metrics and quality of the work performed by APR Team members.


* Analyze key performance metrics to ensure all team members are performing at a high level.


* Performs the technical duties as required in servicing the customer to include troubleshooting, producing automated reports, mentoring employees, and taking the lead on special projects and teams as assigned by management.


* Maintain technical edge to assume the duties of the Team Lead or any team member in their absence as required.


* Lead special projects, delegates and acquires buy-in from participating teammates.


* Mentor colleagues and the training of new hires as a key component of the technical lead's job.


* Independent thinker who offers insight to improve processes and procedures.


* The Technical Lead performs other duties as assigned.


* Willing to take on new responsibilities to meet changing business demands.

Required Experience:


* Fifteen (15) years of experience with at least ten (10) years’ experience with call center, accounts, reporting deliverable, workforce management or equivalent


* Minimum education of BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or Equivalent


* 7+ years of uninterrupted experience in an IT Environment or enterprise environment with 6,000+ user base


* Previous experience leading a Tier 2 specialized support desk in a large environment supporting more than 10,000 end users


* One or more of the following certifications: CompTIA A+ CE, Network+ CE, or Security+ CE


* Microsoft (MCSE/MCSA/MCP or equivalent) or Microsoft Windows 10 Certifications


* ITIL V4 Foundation Certification


* CCNA


* Other Higher technical certifications may be considered


* Proven ability to research complex technical problems using available resources


* Troubleshooting experience with the following applications: Microsoft Windows 10, Microsoft Office Suite 2016+, Active Directory, Java, Edge, Bitlocker, Dragon, Jaws, Magic, ServiceNow, AnyConnect, RSA, Cisco Soho Routers, Commvault, Symantec Anti-Virus and SASE


* Experience using DOS commands for refreshing group policy, flushing DNS, and troubleshooting LAN and WAN connectivity problems


* Ability to empathize with the customer while maintaining focus on resolving the problem quickly


* Attention to detail is critical when documenting work performed on tickets


* T...